Senior Customer Strategy Consultant

Company Description
Join us. But be you. At Deloitte, you'll do more than just join something, you'll add something.  You've found a place that values your curiosity, passion, and desire to work alongside brilliant people on the things that really matter. There really is only one question: What impact do YOU want to make?

Our
Customer Strategy & Design
team is looking for a
Senior Customer Strategy Consultant
to join our Auckland or Wellington team

Job Description
The team you'll join:
We're a diverse team of strategists, designers, and innovators, working at the intersection of business, technology, and human experience. Our mission is to help New Zealand's leading organisations deliver positive impact through design-led transformation, customer-centric strategy, and service innovation.

The Impact You'll Make
As a Senior Customer Strategy and Design Consultant, you'll help shape the future of customer experience for some of New Zealand's largest and most diverse organisations. You'll bring deep expertise in customer strategy, service design and/or customer experience, and flex across the design process to meet the changing needs of our clients - whether they're just starting their CX journey or leading the way in human-centred business design.

You'll take on a leadership role in the Customer portfolio, not only delivering high-quality design work but also providing strategic foundations for large transformation projects, mentoring junior designers, and contributing to the growth of our design practice.

Day-to-day Responsibilities Include

• Leading the design and delivery of customer experience and service strategies across diverse sectors.
• Applying design thinking, service design, and customer strategy frameworks to solve complex business challenges.
• Facilitating workshops, co-design sessions, and stakeholder engagement activities.
• Conducting and synthesising customer, partner, and staff research; developing behavioural profiles, journey maps, blueprints, and strategic roadmaps.
• Prototyping, testing, and validating new service concepts and experiences.
• Supporting clients in business design, service delivery model development, and transformation initiatives.
• Championing inclusive design and equity, ensuring solutions reflect the needs of all New Zealanders.
• Role modelling collaboration and adaptability in multidisciplinary teams.

Qualifications
Your expertise:

• 5+ years' experience in service design, customer experience design, or business design, with a strong portfolio of successful projects.
• Proven ability to lead and deliver across the full design process—from research and ideation to prototyping and implementation.
• Strong analytical skills with experience in qualitative and quantitative research.
• Mature storytelling and strategic writing skills, able to communicate complex challenges simply and effectively.
• Demonstrated adaptability and resilience in fast-paced consulting environments.
• Strong facilitation, communication, and stakeholder management skills.
• Familiarity with Māori design frameworks, Te Tiriti o Waitangi, or kaupapa Māori approaches is a bonus.
• Proficiency in design and collaboration tools (e.g., Figma, Miro, Adobe Creative Suite, Microsoft Suite).

Personal Attributes

• Resourceful, thoughtful, and creative leader with a passion for positive impact.
• Collaborative, open-minded, and comfortable with ambiguity.
• Skilled in managing competing priorities and building trusted relationships.
• Motivated to mentor others and contribute to a diverse, inclusive team culture.

Additional Information
So, who is Deloitte in Aotearoa?
We are driven to create an impact that matters at every opportunity. Supported by a strong leadership team and member firms from over 150 countries across the globe, Deloitte New Zealand is in the business of solving complex problems.

Over our 175-year history, we have built a reputation for impactful delivery across audit and assurance, consulting, financial advisory, risk advisory, tax, and technology services.

Deloitte in Aotearoa recognises the uniqueness of our country identified in our founding document, Te Tiriti o Waitangi. We uphold our responsibility(s) to the founding document and acknowledge Māori as the Tangata Whenua/Indigenous people.

Our workplace and culture
We are driven by our desire to create positive outcomes for our clients, communities, and people. Our purpose is to make an impact that matters. Everything we do is with intent - the intent to make a meaningful difference.

Our shared values are at the heart of everything we do. Living these values, including 'taking care of each other' and 'fostering inclusion', is essential to ensuring everyone feels included at work and able to reach their full potential.

For us to succeed and thrive as an organisation, we understand the importance of creating a culture where diverse perspectives matter and where everyone is given an equal opportunity to grow and develop.

Deloitte New Zealand rewards
We hold a simple belief – that our people's hard work should be recognised and rewarded beyond their remuneration.

We have reimagined what 'work' looks like and how we can empower all our people to create a work experience that is distinct to their needs. Founded on concepts of trust, balance, wellbeing, and the importance of personal connection, this is the Deloitte experience.

We offer

• Flexible work arrangements – work in a way that suits you, us, and our clients best.
• Subsidised professional qualifications and paid professional memberships.
• Subsidised health insurance.
• Income protection insurance.
• 22 days annual leave.
• Social events, social sports teams, and monthly firm drinks.
• A focus on wellness and well-being.
• Community-focused volunteer days.
• A focus on the environment and sustainability.
• Plus much more.

Does this sound like the sort of role and organisation for you? Then apply now We'd love to hear from you.
We believe the strongest teams are made up of diverse individuals and we are proud to be an equal opportunities employer. We recognise that women and individuals from under-represented backgrounds may hesitate to apply if they don't meet all criteria. If you're passionate about this role and believe you have the skills, we encourage you to apply, even if your experience, ideal working hours or qualifications aren't a perfect match.

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